Customer & Lending Ops Leader — Scale & Service

Referment; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Referment is recruiting a Head of Customer and Lending Operations in London to provide strategic and operational leadership across customer service and lending activities. You will shape service standards, drive efficiency, and ensure excellent customer outcomes throughout onboarding, origination, servicing and collections.

This hybrid role requires building a high-performing management team, managing budgets, and delivering process improvements through data insight, technology, and automation

Qualifications

• Proven ability to lead customer operations within retail banking and lending.
• Experience building and coaching senior managers and driving performance.
• Strong track record of improving service levels and operational efficiency.
• Ability to analyse feedback, data and KPIs to prioritise improvements.

Responsibilities

• Develop and implement the customer and lending operations strategy.
• Lead multi-channel customer operations and lending servicing/collections.
• Set standards for service quality, productivity and customer outcomes.
• Manage managers and hold teams to performance through reviews and coaching.
• Oversee onboarding, loan origination, servicing, repayment and collections.
• Implement quality controls and process improvements to raise efficiency.

Skills

Leadership

Multi-channel ops

Budgeting

Stakeholder mgmt

Regulatory knowledge

Automation / tech

Job description

Referment is recruiting a Head of Customer and Lending Operations in London to provide strategic and operational leadership across customer service and lending activities. You will shape service standards, drive efficiency, and ensure excellent customer outcomes throughout onboarding, origination, servicing and collections.

This hybrid role requires building a high-performing management team, managing budgets, and delivering process improvements through data insight, technology, and automation